Open to opportunities

jose alejandro lovera arcila

@josealejandroloveraa

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IT Service Desk and customer support specialist with 8+ years’ L1/L2 experience and current SOC Analyst training.

Venezuela

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What I'm looking for

I’m looking for a fully remote team where I can own L1/L2 end-user support, document fixes, and grow into a SOC role—using clear customer communication, disciplined troubleshooting, and log/monitoring-focused learning.

I’m an IT Service Desk and customer support professional with 8+ years of experience delivering L1/L2 technical support across remote and on-site environments. I focus on incident diagnosis, clear step-by-step guidance, and reliable resolution through strong ticket handling, escalation, and SLA awareness.

In my recent work supporting End User Computing (EUC), I’ve set up and configured computers and Windows systems, managed user accounts and access (including password resets and Active Directory basics), and handled common hardware/software and connectivity issues via chat, email, and remote sessions. I also manage peripherals like printers and scanners, keep applications and security patches up to date, and document repeatable fixes in knowledge-base articles to speed up future incidents.

I’m currently training as a Junior SOC Analyst, building fundamentals in monitoring, log analysis, and networking while strengthening my security mindset. Alongside support work, I bring a service-first communication style, de-escalation skills, and hands-on productivity with tools like Microsoft 365, Google Workspace, ClickUp, Notion, and Generative AI (ChatGPT, Claude, Gemini) to improve troubleshooting and documentation.

Experience

Work history, roles, and key accomplishments

Current

Graphic Content Creator & Designer

Current

Aura Digital

Feb 2025 - Present (1 year 4 months)

Created graphic content and digital assets for brands and e-commerce products using Photoshop, Illustrator, Canva, and CapCut. Built Amazon Listings and A+ content, designed packaging, and coordinated deliverables and deadlines in ClickUp.

Adobe Photoshop Adobe Illustrator Canva Capcut Amazon A+ Content Amazon Listings Packaging Design ClickUp Community Management Shopify

Remote EUC Technical Support Specialist

Heptágono Agencia Interactive

Feb 2022 - Jan 2025 (2 years 11 months)

Provided remote End User Computing (EUC) L1/L2 support to internal users and external clients via chat, email, and remote sessions. Resolved hardware, software, account, and connectivity issues, configured devices and email, installed applications and drivers, and escalated complex cases with knowledge-base documentation.

Windows Troubleshooting Microsoft 365 Remote Desktop Support VPN Knowledge Base

Administrative Virtual Assistant

Importech

Feb 2020 - Jan 2022 (1 year 11 months)

Delivered remote administrative support including data entry, document control, and records management in Excel and Google Sheets. Coordinated schedules and follow-ups, prepared reports, and maintained accurate digital filing systems while communicating with clients and suppliers by email and chat.

Data Entry Document Control Records Management Microsoft Excel Google Sheets Scheduling Digital Filing Systems Confidentiality

IT Support Analyst & Help Desk

Tiendas Maiso

Feb 2016 - Jan 2020 (3 years 11 months)

Provided on-site L1/L2 IT support for Windows, applications, hardware, printers, and peripherals, including password resets and user setup. Installed and maintained POS systems, set up workstations and basic networking/cabling, handled in-person and phone support, and trained staff on systems and procedures.

POS systems Printer Setups Password Resets Staff Training